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The topic of artificial intelligence (AI) has found its way into customer service. Chatbots are ubiquitous today and are already implemented on several corporate websites. While these are plain text-based, there are also AI solutions for telephone customer dialogue: So-called VoiceBots. Like chatbots, these are based on deep learning methods. With the help of machine learning, the bot learns continuously.
Voice control is very popular amongst customers. This is confirmed by the high number of users of voice assistants such as Google Home or Amazon's Alexa. Intelligent voice functions therefore also offer great potential in the area of telephone-based customer service and can lead to an increase in customer satisfaction. Numerous providers already offer their own voice solutions for customer service. The pioneer in this field is Google Dialogflow. The speech technology combines Google Cloud Speech-to-Text and Text-to-Speech and enables streaming in real time. Natural Language Understanding ensures the recognition of user requests and the extraction of relevant information. With the TENIOS VoiceBot Connector, you can integrate Dialogflow directly into your business telephony in the TENIOS Cloud. Dialog-oriented interfaces (APIs) make it easy to link the services.